Tricon American Homes

We would like to thank Ms. [redacted] for taking the time to provide us with feedback on our original response, regarding her application experience with us (Reference Revdex.com Complaint #[redacted]).   A refund was submitted for Ms. [redacted] application fee today. Ms. [redacted] can expect a mailed check in the next five to ten business days. Again, we really appreciate Ms. [redacted] patience and thank her for her feedback. Thank you.

Hello,I received your email that you have received my complaint. On Friday June 9th we finally got a returned phone call from the supervisor with Tricon Am[redacted]n Homes. They have resolved our issue and have apologized for the inconvenience. Thank you for your quick response with wanting to help...

handle this situation. We will no longer need your assistance. Thank you again for everything.Best regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The reviews to this company nationally are alarming. I came across them after I initiated business with one of their agents, I believe his name was Christopher S. I wrote down every complaint I saw, questioned and challenged Chris who assured me that the company had changed. Everything I was concerned about regarding the lease, the house, and routes to solve any issues I come across along my rental time line. I am not the easiest customer to gain trust from. Especially when it comes to major decisions like contracts. Chris worked tirelessly to get to the bottom of every complaint I brought to him, made sure anything I was told by anyone in the company was true to the detail - including titles of individuals I was dealing with. My satisfaction with his performance is among Bounds of impression. The Columbia Office has been different from the rest.

We would like to thank Ms. [redacted] for taking the time to express her maintenance concern with us. (Reference Revdex.com Complaint ID #[redacted].) We have verified that two maintenance requests were submitted for pest control concerns: once on June 20, 2017 and again on July 10, 2017. Pest control concerns...

during residency fall under the resident’s responsibility which caused the requests to be denied.  (See AllResidentGuideNew, p. 8 and bullet point 12, attached herewith.) On August 2, 2017, one of our maintenance coordinators had a conversation with Ms. [redacted] where she stated why she beleives this pest control concern was the company’s responsibility. From the evidence provided, it was determined that Tricon American Homes would accept the pest control request since the information was could be plausible and that the pest concern could have originated from the septic tank issue. On August 5, 2017, contracted pest control company, Active Pest Control, treated the home. Both the inside and outside of the home was treated during the appointment. (See Service Order and Invoice, attached herewith.) Again, thank you for presenting us with the opportunity to address this concern. We look forward to continuing to serve Ms. [redacted] as one of our valued residents. Sincerely, Tricon American Homes

We are happy to answer Ms. [redacted] concerns. At Tricon American Homes, we strive to treat every applicant fairly. It is our business to provide homes to individuals and families, so we make every effort to properly evaluate prospects and facilitate a successful application process. In the Terms...

and Conditions agreed upon by Ms. [redacted] when completing the application, Tricon American Homes clearly states the following: “Approved applicants are required to execute a Lease Agreement and submit the full security deposit within 48 hours after approval of the lease. The lease start date must be within 14 days after approval. This requirement is applicable to all Approved Applicants, even if they have not seen the inside of the home.” Ms. [redacted] was unable or unwilling to meet the 14-day requirement to initiate the lease on the first home for which she applied.  As Ms. [redacted] states, we advised that she could apply the $250 deposit to another home. Due to apparent confusion or miscommunication during the process of selecting a different home to rent, we have elected, as a good faith measure, to return Ms. [redacted] deposit. The $250 refund was made on July 24, 2017.

Again, we would like to thank Ms. [redacted] for taking the time to express her concern regarding her unpaid charges reported by Silver Bay Management after her residency with them from April 2013 to April 2016 (Reference Complaint ID # [redacted]). Unfortunately, since Ms. [redacted]’s move out was prior to our acquisition of Silver Bay Management, beyond the communication that we have provided, we are unaware of any other information regarding forwarding addresses, etc. However, our Executive Vice President has made contact with Ms. [redacted] via phone and email to help resolve this issue.We would like to reiterate, it was Silvery Bay Management that sent Ms. [redacted]’s account to collections, and not Tricon American Homes. Silver Bay followed standard protocol, in sending a delinquent past resident to collections after nonpayment. In normal circumstances, we request that the resident communicate directly with the collection agency, but due to these extraordinary circumstances, we are working with Ms. [redacted] to try and rectify the issue.

01-2018 Response from Tricon American Homes:We would like to thank Mr. [redacted] for taking the time to express his concerns, regarding his residency with us (Reference Revdex.com Complaint #[redacted]). On January 26, 2015, Mr. [redacted]’s lease term began with Proluxe Properties Property and Assets...

Management. On February 8, 2015, Tricon American Homes alerted all new residents via mail of important property management changes.On March 13, 2016, a lease renewal letter was sent from Tricon American Homes over 30 days before the original lease ended, following standard protocol. On April 26, 2016, a second rental lease was signed with Tricon American Homes.On March 3, 2017, a lease renewal letter was sent from Tricon American Homes.On April 25, 2017, Mr. [redacted]’s second lease ended and move-out occurred. We understand that change of property management can cause some confusion however, we hope that our effort to notify Mr. [redacted] of any changes and stay in contact during his residency continued to improve. We thank Mr. [redacted] for his residency with us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my...

complaint.  For your reference, details of the offer I reviewed appear below.
The property address is 1[redacted] - Application  was submitted May 27, 2015 and I have been calling REPEATEDLY for the application fee to be refunded and spoken with SEVERAL people who assured me this would be resolved. yet I still have not RECEIVED THE $45 application fee after the application was canceled because the property was not available!! This is absurd. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I would like to be clear. Let the issue not be with Terms & Agreements but rather FALSE ADVERTISING. In the business of real estate correspondents between parties are often verbal, and the truth ultimately is in the integrity of negotiating parties. During the initial viewing on 2/2/18 with Tricon representative Tonya (where we spent quite some time together looking at multiple homes in the area and going over terms and expectations), she explicitly stated that the non-refundable application fee and hold funds of $250 would be needed at the time of applying. She went on to state in addition to monthly rent that Tricon would also add a monthly pet charge of $25 per pet. Finally the main living area light switch did not work and Tonya stated she would submit a work order to have to light fixed prior to commencement lease date. The $25 pet fee appears, https://www.triconamericanhomes.com/files/Terms-of-Agreement-[redacted...⇄ soon after approval, Tricon was not willing to provide the hold fee back as promised by Tonya. Tricon also began stating a monthly pet charge would be $35 and not $25, a company policy which could not be changed. Tricon never responded to questions and concerns to the work orders requested.From a customer stand point, it appears to be Tonya wheels a customer in with false expectations and hopes while after approval, [redacted] and other Tricon reps give completely different responses and want to throw “terms and agreements” around when the terms and agreements were nowhere to be found with Tonya.Overall poor service and ultimately has lost a potential customer forever, over the company not willing to accept and live up to expectations set in error. 
Regards,
[redacted]

01-2018 Response from Tricon American Homes:We would like to thank Mr. [redacted] for taking the time to express his concerns, regarding his application experience (Reference Revdex.com Complaint #[redacted]). Since Mr. [redacted]’s application experience, Tricon American Homes has implemented multiple improvements to address customer concerns such as those expressed by Mr. [redacted]. Such advancements include:Homes are automatically removed from advertising once a submitted application has been approved. Applications are automatically screened to produce quick results and faster communication with our customers. Application fees no longer require multiple manual steps to be refunded and can be automatically done.  Again, we thank Mr. [redacted] for expressing his concerns. Feedback from our customers has allowed us to improve both our systems and processes. Thank you.

Response to Revdex.com Complaint # [redacted]We would like to thank Mr. [redacted] for taking the time to express his concern, regarding unpaid charges reported by Silver Bay after his residency with them in 2014 to 2015 (Reference Revdex.com Complaint ID # [redacted]). Tricon American Homes acquired Silver...

Bay in May 2017, a year and a half after Mr. [redacted] moved out on December 31, 2015 from the home he rented from Silver Bay. Post move out, Silver Bay provided Mr. [redacted] with a move out statement itemizing all credits and charges left on his ledger (See [redacted]_Move Out_12_31_2015_Approved and [redacted] L [redacted] – Move Out Photos, attached herewith). Unfortunately, beyond this information we are unaware of what communication Mr. [redacted] had with Silver Bay.

We would like to thank Mr. [redacted], for taking the time to express his concerns, regarding his security deposit (Reference Revdex.com Complaint #[redacted]).On July 15, 2014, Mr. [redacted]’s family, along with their dog and cat, moved into [redacted].On July 1, 2016, Mr. [redacted]...

moved out of his rental home after renting with Tricon American Homes for two years. On July 26, 2016, a formal Move Out Statement was mailed to Mr. [redacted]. The package included a check for the refunded security deposit amount, a statement outlining charges and his complete resident ledger.   At Tricon American Homes, we are committed to providing a clean, safe, healthy environment for each of our residents. Consequently, each resident is presented a home in good working order. When a home is used by a family and their pets, creating damage to the home, we apply the charges necessary to return the home to its original condition at the time of that resident’s move-in. We do this so that we may provide the same quality environment to the next resident.Again, we thank Mr. [redacted] for expressing his concern and for his residency while living with us. Feedback from our customers has allowed us to improve both our systems and processes. Thank you.

We would like to thank Mr. [redacted] for taking the time to express his concerns with the move out and security deposit return process. (Reference BB Complaint ID #[redacted].) Mr. [redacted] was a Silver Bay resident. His move out inspection was scheduled with Silver Bay on May 9, 2017. The same day of our...

acquisition of their company. Due to this, Silver Bay had to cancel Mr. [redacted]’s move out inspection in anticipation of the acquisition announcement and referred to the move out check list sent to Mr. [redacted] on April 6, 2017. (See SBY MO Checklist, attached herewidth.) Silver Bay legally could not tell Mr. [redacted] about this acquisition so, they asked Mr. [redacted] to mail in his house keys once he had vacated the home. It is unfortunate that Mr. [redacted]’s move out date fell on the same day as the acquisition of Silver Bay by Tricon American HOmes. We understand his frustration with trying to schedule a move out inspection with Silver Bay and apologize that they could not execute a standard move out inspection. On June 2, 2017, a move out statement was issued to Mr. [redacted] from Tricon American Homes (the new owner of Silver Bay). (See [redacted]_Move out statement, attached herewith.) On June 13, 2017, Mr. [redacted] emailed Tricon American Homes disputing all move out charges. (See RE Property ID ATL1267H - 1175 Matt Moore CT - Deposit Move Out Statement, attached herewith.) Tricon American Homes has reviewed all move out photos and charges assigned to Mr. [redacted]. We are now in contact with Mr. [redacted] to further discuss this move out statement and to negotiate on charges. We appreciate the opportunity to address Mr. [redacted]’s concerns and will continue to work with him to find a solution. Thank you.

I looked at homes that I was well qualified for financially. I'd been looking in this area for about 3 months. I found the ad on craigslist (should of known,) and called the number listed. The house was listed with this property management group. I called 4 times to get the details to home, because it listed "August Rent free". Every time I called someone in a call center, told me that a realtor had to call me to give me the details. They also claimed they were showing the special was actually "July free" not "August free." This was on the 28th of July... As a property manager myself for an apartment complex here in Indianapolis, I saw some red flags which concerned me, but I loved the house and the location. That night around 5 pm a realtor finally called me, and gave me code to the house. I left my job 30 minutes early because the realtor told me other people were looking that night, and I did not want to miss out on the property. I drove to the property listed and spent about 30 minutes viewing the home, and trying to picture my life in there. I felt that I needed to make a quick decision so that night I started the application. The next day I filled the rest out and payed the $45.00 application fee. I spoke at least 4 times to Tricon Americans "Call Center" regarding qualification to rent the home. I let them know I'd filed for bankruptcy ,but it had been discharged since January. They said that that would be ok, but worst case scenario, I'd have to place a bigger deposit.

The next day a "Portfolio Manager" contact me via email, and said she needed me to verify more income. That was not an issue for me since I am a Property Manager, and would be getting a substantial raise in income once I moved off property. The letter was issued from my supervisor, and she also sent a rental verification to my job that was beyond satisfactory. I have been at my job, and residency for over 2 years, and make great money. I have 0 debt, and owe nothing but $400 on a credit card that is not late on payments.

After I spent 3 hours getting everything to this "manager," I get an e-mail stating I did not make the "scoring system" that is required. The reason stated this " Civil Court History Does Not Meet Property Requirement." So... Basically, this means because of my bankruptcy I am not qualified for this house. The moral of the story is, I know what it cost to run an application and background check, and they knew beforehand I had a bankruptcy and would not pass. Why drag this on with me if they knew I would not be approved? The company I work for here in Indiana owns the biggest senior citizen community in the mid-west, along with numerous apartment complexes; and was disgusted with what this company did.

This is just the beginning of letting people know what a horrible company this is. I will not stop till their egregious actions are well known in the property management industry, of which I am proudly part of as well.

P.S. Still shocked that people use Yardi as software, and screening. Should think about updating.

The home rented by Ms. [redacted] has unfortunately experienced several water leak issues during her residency.  This week, the head of operations for the company reviewed the photos taken by the contracted vendor who completed the most recent work done to repair the ceiling damaged because of a...

roof leak.  He agrees with Ms. [redacted]’s assessment.  Therefore, our regional team contacted Ms. [redacted] and sent out a vendor to cutout and redo the prior sheetrock repairs, drywall and paint.  The vendor began work on Thursday, March 16, 2017 and anticipates completing the work by Monday, March 20, 2017.  We thank Ms. [redacted] for her patience and appreciate her residency with us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have always disputes some of these charges. One there is not 100 light bulbs in the house nor on the outbside that needed to be replaced. The paint was very very chip and chipped even if you touched it. The tile in Thebes bathroom was coming up, I complained constantly about the leaky roof near the front door. The screen on the side door was dry rooted and never replaced. The house was put together very cheaply that you couldn't live in it without anything breaking the door downstairs came off because it would not even close all the way. I don't agree to these charges. I agree to the remote for the garage, and removal of trash, and the closet dooor being off track. Those paint charges are rediciculous and there was not 100 lightbulbs in the house. Two of the lights in the kitchen have shortages they work when they want. You did not have t replace 100 lightbulbs otherwise your saying I was living in the dark. I'll dispute some of these charges Silverbay took advantage of their residents and overcharged on moveout. I'm hope the new company has better service.

We would like to thank Ms. [redacted] for taking the time to express her concerns, regarding her past residency with us (Reference Revdex.com Complaint #[redacted]). In the effort to immediately address Ms. [redacted]’s concerns, at move-out, the regional Director of Property Management worked with her to ensure a...

rental concession for the month of May was applied to her ledger. Additionally, the original security deposit was refunded in full and Ms. [redacted] was not charged the Company’s standard early termination fee. Since Ms. [redacted]’s residency, the Company has worked diligently to implement multiple improvements surrounding the maintenance experience. Such improvements include:The implementation of innovative technology to streamline and improve the maintenance submittal process and follow through from the Company. A larger in-house maintenance team of skilled technicians to ensure quality control and high-levels of customer service. New resident surveys completed over the phone and sent via email to ensure resident satisfaction of all completed maintenance work orders and customer service received. Again, we thank Ms. [redacted] for taking the time to express her concerns. Such customer feedback has allowed our Company to improve processes, policies and technology surrounding the maintenance experience. Thank you.  TIMELINE: On July 10, 2014, Ms. [redacted] moved into [redacted], TX.On September 9, 2015, Ms. [redacted] contacted Tricon American Homes regarding the kilowatt usage of the home. She was advised to contact her utility company so that a power analysis could be conducted. Helpful steps were also provided by Tricon American Homes to assist in trouble shooting. October 10, 2015, Ms. [redacted] informed Tricon American Homes that Oncor (the power company) had completed a meter test. On February 10, 2016, a vendor was dispatched to the home, per Ms. [redacted]’s request, to perform an inspection. Results showed that all systems were working properly however, it was noted that the home had its original doors and windows.  On May 11, 2017, installation was installed in the home to help with Ms. [redacted]’s high energy bill concerns. Later that day, Tricon American Homes accepted a 3-day notice to vacate from Ms. [redacted].On May 15, 2017, Ms. Antric moved out. On May 17, 2016, the regional Director of Property Management contacted Ms. [redacted]. At that time, Ms. [redacted] was told a rent concession was applied to her account for the month of May and that her original security deposit would be refunded after the final move-out inspection.

This applicant's deposit accounting was processed on 11/28/2016.  Per policy, accounting does take up to 30 days to issue a refund check.  His check was cut and mailed on 12/21/2016 (Check # [redacted].  I called applicant to confirm he has received but have not gotten an answer.  I...

did leave a message for him to call me back.

We would like to thank Ms. [redacted] for taking the time to express her concerns regarding a pipe that was recently laid across her property line (Reference Complaint ID # [redacted]). ·         As of March 12, 2018, Tricon American Homes has worked in tandem with...

Ms.[redacted] to reach a solution. A new pipe will be rerun, ensuring that it does not cross over to her property line.  Additionally, once the repairs are completed, we will schedule a meeting with Ms. [redacted] and a landscaper to discuss any disturbed ground, as well as cut back the tree canopy to make amends for the mistake. We appreciate Ms. [redacted]’s feedback and patience, and for allowing us the opportunity to work with her to find a solution.  We look forward to making this situation right.